Manager, Collections Support

JOB PURPOSE

• Responsible for overseeing all aspects of collections and recovery activities, focusing on optimizing recoveries while minimizing operational risks.
• Maintains audit readiness through robust processes, documentation, and adherence to internal policies and external regulatory frameworks.
• Risk management is a critical component, involving the identification and mitigation of potential operational, financial, and reputational risks within the collections process.
• Collaboration with internal stakeholders (Legal, Risk, Finance) and external agencies is vital to ensure alignment with collection strategies and compliance standards.
• Balances achieving recovery targets with maintaining budget, standards of service delivery, operational efficiency, and compliance.

PRINCIPAL ACCOUNTABILITIES

• Develop and oversee the implementation of a comprehensive collections and recovery strategy encompassing all recovery-related activities in the bank.
• Ensure processes are aligned with operational policies, regulatory frameworks, and Consumer Protection Regulations (CPR).
• Devise Champion Challenger programs showing Cost Vs Benefit analysis driving higher resolution rates across products and buckets.
• Analyze portfolio performance, including Accounts Coverage Ratios (ACR) and recovery metrics, to enhance collection efficiency. Break down the Loss forecasts into collections roll rates and recovery rates.
• Conduct cost-benefit analysis and risk assessments to identify areas of improvement and mitigate operational risks.
• Work closely with Finance and Collections, to provide risk input on annual collections capacity requirements and budgets (FTE / Incentive budgets).
• Apprise senior management with Portfolio performance and recommend areas of concern or scope.
• Highlight key portfolio trends and recommend corrective actions to improve recovery rates.
• Maintain audit-ready processes by implementing robust controls and ensuring documentation meets internal and external standards.
• Adhere to risk management policies and escalation procedures, ensuring timely resolution of concerns.
• Manage external recovery agencies to ensure adherence to compliance, regulatory requirements, service-level agreements (SLAs) and alignment with the bank’s strategy.
• Evaluate agency performance regularly and take corrective measures to optimize recovery outcomes.
• Address high-risk accounts by implementing appropriate actions and controls to minimize exposure.
• Ensure adherence to the bank’s operational risk management framework and Consumer Protection Regulations.
• Streamline processes, automate workflows, and implement innovative solutions to enhance collections performance.
• Optimize resource allocation and maintain adherence to turnaround time (TAT) standards for collections activities.
• Implement pre‑emptive calling and early‑intervention strategies to reduce flow rates and improve customer outcomes.
• Manage the internal Debt Counsellor function in line with CPR requirements, ensuring timely assessments and appropriate customer support.
• Monitor effectiveness of early‑intervention and counselling outcomes, highlighting trends and recommending improvements.
• Lead and guide collections teams, providing training and development opportunities to enhance performance.
• Set individual and team performance targets and ensure adherence to key performance indicators (KPIs).
• Foster a culture of compliance, accountability, and continuous improvement.

QUALIFICATIONS & SKILLS

• Bachelor’s degree or higher in the field of Mathematics, Computer Science or Statistics
• Preferably should have the experience of having worked in Collections.
• Should have experience to plan capacity for the Collection team
• Total 6+ years of experience in Collections function at various levels probably across banks.
• Should have managed Collections portfolio, Portfolio Analysis & MIS
• Strong understanding of Banking Operations, policies & procedures, External economic/market environment including UAE Central Bank and other statutory guidelines.